Customer Support Manager

You will be responsible for leading and enhancing customer service operations as a Customer Support Lead. Your role will involve overseeing the customer support team, ensuring outstanding service delivery, and aligning support efforts with business goals. - Lead, mentor, and motivate the customer support team to achieve performance goals. - Develop training programs to enhance team skills in customer interaction and problem resolution. - Schedule and monitor team shifts for seamless coverage across all support channels. - Oversee customer service activities across various channels such as email, chat, phone, and social media. - Resolve escalated customer issues promptly and professionally. - Analyze customer inquiries to identify trends and propose process and policy improvements. - Collaborate with e-commerce, marketing, and logistics teams to address customer concerns and enhance shopping experience. - Manage tools and platforms for monitoring and improving customer support activities. - Act as a liaison between customer support and other departments for alignment and efficiency. - Develop and implement strategies to enhance customer satisfaction and retention. - Monitor key performance metrics like response times, resolution rates, and customer satisfaction scores. - Generate reports for senior management with actionable insights. Qualifications: - Leadership experience in customer support, preferably in e-commerce or fashion retail. - Strong written and verbal communication skills. - Problem-solving and conflict-resolution abilities. - Proficiency in customer support software and tools. - Ability to multitask and prioritize in a fast-paced environment. - Passion for mens fashion and knowledge of apparel trends is a plus. This is a full-time role with benefits including cell phone reimbursement, health insurance, and Provident Fund. You will work day shifts with performance and yearly bonuses. The work location is in person.,